Customer Success Manager (CSM)

Role overview

Veriforce Canada is looking for a driven Customer Success Manager to help strengthen customer relationships while supporting business growth in the Greater Toronto Area. The company focuses on reducing compliance complexity for organizations around the world and supports buyers, suppliers, and contractors in meeting important standards related to safety, sustainability, and ethical conduct.

This position is ideal for someone who can combine client service, account management, and commercial thinking. You will own a portfolio of strategic customers, support them through onboarding and ongoing service, and look for ways to improve retention, satisfaction, and revenue through renewal and expansion opportunities.

What the role involves

• Build and sustain trusted relationships with a set of important clients to encourage loyalty and long-term retention.
• Act as the go-to contact for assigned accounts and provide thoughtful guidance that supports client decisions and service improvements.
• Track customer health, resolve concerns quickly, and continuously improve the account experience.
• Keep regular contact with clients through email, phone calls, and virtual meetings.
• Maintain accurate CRM records so account activity and reporting remain reliable.
• Work with Sales, Product, and Technical teams to handle escalations and deliver smooth support.
• Support onboarding, run training sessions, and prepare helpful resources so clients can get the most from the platform.
• Spot upsell and cross-sell opportunities that can grow account value and contribute to revenue.
• Prepare account updates, usage summaries, and practical recommendations for clients and internal teams.
• Manage escalations in line with company service expectations while protecting client confidence.

Experience and background needed

To be successful, you should bring 2 to 5 years of experience in customer relationship management or customer service within a B2B environment. Strong communication skills are important, along with the ability to build durable relationships across different levels of an organization. You should also be comfortable working toward targets, thinking analytically, and solving problems effectively.

Experience or familiarity with compliance, supplier management, health and safety, or platforms related to compliance or GRC would be an advantage, though it is not mandatory.

Compensation and benefits

The base pay range for this role is CAD 75,000 to CAD 90,000 per year, with variable pay included annually and based on experience, skills, and qualifications.

Benefits include integrated mental health and wellbeing support, medical and dental coverage, vacation starting at 3 weeks, Wellness Days, an Annual Giving Day, and a company-wide shutdown at the end of the year to rest and recharge. The company also provides a LinkedIn Learning license to support ongoing development.

Work style and environment

This is a hybrid role. Veriforce emphasizes supporting employees so they can do their best work and values a workplace where people are encouraged to bring their full selves to work.

Hiring process and additional notes

Applicants can expect a response within 15 working days. The interview process includes an initial call with a recruiter, a first-round interview conducted over Microsoft Teams, and an additional interview with the stakeholders you will work closely with in the role.

Veriforce is an equal opportunity employer and does not discriminate based on gender identity or expression, race, disability, ethnicity, sexual orientation, age, colour, region, creed, national origin, or sex. The company is committed to building an inclusive environment where everyone feels safe and supported.

If you do not meet every requirement, your application may still be considered. The recruitment team reviews transferable skills and potential, and may offer support to help a successful candidate grow into the role. This is a newly created position designed to support continued team growth and success. The company also notes that it does not use AI in hiring.